🔍 With Poppins Protection, providers are eligible for compensation worth up to €1,000 to repair or replace your product in the event of damage, loss, or theft. The guarantee applies to all rental agreements made through Poppins that follow the rules below.
💡 For rental from professional providers, the Professional Provider’s insurance terms and conditions will apply.
Conditions
🤔 Who is eligible for Poppins Protection?
You qualify if:
You have an active and verified Poppins account
The items are clearly described in your listing or discussion
The transaction is completed through Poppins (pick-up and return confirmed in the app)
💰 How much does it cost?
Poppins Protection is included in our service fee.
📋 What’s included?
Accidental damage during the rental period
Theft (with a police report)
Repair costs
Replacement costs if repair isn’t possible
Protection is valid from the time the item is picked up until it is returned.
⚠️ It does not apply during transportation if carried out by a professional.
❌ What's not included?
Normal wear and tear
Existing damage
Cosmetic damage not affecting functionality
Cleaning costs
Lost rental income
Damage outside the rental period
🚫 Which items are excluded?
Non-consumer products
Food and consumables
Drones
Motorised Vehicles
Real estate
Weapons
Illegal items
Items valued over €1,000 can be listed, but Poppins Protection only includes protection up to €1,000.
⚡ How quickly do I need to report an issue?
Any damage or issue must be reported within 48 hours after the end of the rental period.
📱 How do I make a damage claim?
Assess the situation
Poppins Protection covers unexpected damage, but not normal wear and tear. For example:
✅ Included: cracked camera lens, broken motor of a power tool
❌ Not included: minor scratches, dulled blades
Review the exclusions list to confirm eligibility.
Document the issue
Take clear photos of the damage
Describe what happened
In case of theft, attach a copy of the police report
Submit your claim
Fill out the Poppins claim form (in the app: Settings > Claim Poppins Protection)
Include detailed descriptions, photos, and any relevant documents
Submit the claim within 48 hours of the item’s return (or when it was due)
Await review
We’ll assess your claim and:
Confirm whether it’s covered by Poppins Protection
Request additional information if needed
Approve or deny the claim based on our guidelines
⚠️ Any fraudulent or false claim may lead to legal action.
Repair assessment
We’ll explore the best repair options:
Local repair workshop
Professional repair service
DIY repair (you’ll be compensated)
Replacement (if needed)
If repair isn’t possible:
We’ll determine the item’s current market value
Help identify a similar replacement
Support your replacement purchase
Receive your compensation
If Poppins decides the claim is eligible for financial compensation, you’ll need to provide:
A receipt for the repair or replacement
A copy of your ID or passport
Your bank details
⏱️ How long does the process take?
We do our best to handle everything as soon as possible and strive towards:
Claim review: 48 hours
Repair assessment: 3-5 business days
Payout processing: 3-5 business days after approval
🔒 What about theft?
For theft claims:
File a police report immediately
Add the report to your Poppins Claims Form (Settings > Claim Poppins Protection)
We'll guide you through the process
📝 Do I need original receipts?
While helpful, original receipts aren't always required. We can determine value through:
Market research
Similar items on other platforms
Current retail prices for comparable items
📅 Is there a limit to how many claims I can make?
No specific limit, but we monitor claiming patterns to prevent misuse.
🌟 Tips for a Successful Claim
Always check items together at pickup and return
Take detailed photos before and after
Report issues immediately
Keep all communication within the Poppins platform
Be honest and detailed in your claim description
👤 When am I personally liable?
As a borrower, you are personally liable if you:
Deliberately damage or misuse items
Act negligently (not following instructions or proper care)
Steal or fail to return items
Submit fraudulent claims
Act in bad faith
In these cases, Poppins will:
Hold you responsible for all costs
Recover damages directly from you
Take appropriate legal action if necessary
💬 Need More Help?
Contact our Protection Team:
Email: claims@wearepoppins.com
Response time: Within 48 hours
Business hours: Monday-Friday, 9:00-18:00
👉🏻 Remember: Poppins Protection is built on trust and mutual respect in our community. Always treat others' items as you'd want yours to be treated!